Customer Contact Representative - Full Time - TAFE Students Preferred null

Would you like to work in an organisation that encourages and supports you to be your best? At CFS you'll join an organisation that is so much more than striving to give our customers financial freedom in retirement. It's at the heart of what we do and that's why we are committed to developing a culture of expert and passionate people.

Your team:

The Contact Centre is the first point of contact to provide exceptional service to our members, advisers, employers and third parties. The centre compromises of 130 employees who are working towards our vision of being Australia’s first choice for retirement and investment savings. There are 4 tiers within this role and throughout your journey in the contact centre, you will have the potential to be upskilled through the Tiers as part of your development.

Your responsibilities:

• Responding with exceptional service and empathy to inbound calls from members, advisers, employers and third parties for superannuation, investments, and pensions
• Taking complex information and explain to our members in a way they can understand.
• Keeping accurate records
• Navigate through different systems and source information from our knowledge library or website.
• Identifying opportunities where a client may require general advice and refer leads onto other teams.
• Identifying and escalating issues for investigation and resolution
• Ensuring you are living and breathing our values and contributing to our speak up culture.
• Ensuring the Colonial First State standards & procedures are maintained at all times.
• Contributing to a Contact Centre culture of inclusiveness, fun, collaboration and sharing best practice
• Driven to meet key performance indicators and being open to coaching and feedback.

Your capability and experience:

• Proven experience in providing empathy and exceptional customer service. Retail, hospitality and contact centre backgrounds highly recommended. 
• Enjoy working in a fast-paced, results driven environment.
• Excellent communication and active listening skills.
• Professional and engaging communication skills. 
• Adaptable with the ability to use multiple systems and understand complex information.
• Precise attention to detail.
• Skilled in delivering exceptional customer outcomes.

What to expect

At CFS, you'll be working among the very best in the wealth management industry. It's an inspiring environment that encourages development and celebrates success. Other things to look forward to:

• Additional day for your birthday.
• Access to CFS Employer Super.
• Life Leave - 3 days per annum.
• Access to our Employee assistance program.
• Access to Corporate rates with BUPA Health Insurance.
• Confidential coaching and counselling services supporting life, mind, body, relationships, work and family to assist you in taking charge of your own health and wellbeing.

CFS Culture

CFS is committed to supporting a diverse and inclusive workforce as part of our high performing, values-led culture where every employee can bring 100% of themselves so we can fulfil our purpose of helping more Australians reach financial freedom.

If this sounds like you, apply now!

Please note, CFS requires all candidates to have full work rights in Australia.

Where we have preferred candidates, background checks (including Police, Employment, Bankruptcy checks, ASIC banned and disqualified persons) will be completed prior to the final preferred candidate’s employment being confirmed. The outcomes of the background checks do not preclude the preferred candidate, however, they will be assessed against the inherent requirements of the role”.